“Well, that wasn’t a great experience”

How often have you completed a customer service call that didn't go well? Maybe you felt your problem wasn't resolved to your satisfaction, or your issue wasn't understood. Perhaps you vowed never to do business with that company again. Or decided to take your complaint to social media. Could that company change your mind, if they quickly took remedial action?

If you're the person in charge of customer experience at that company, you'd surely like to connect with that customer and see what can be done to resolve your problem and win back your business.  Ideally, you'd want to do that right away: maybe by sending a survey to quickly assess the customer's satisfaction.

Surprisingly, in today’s contact centers, it can take weeks for customer-experience leaders to close that loop. A customer may leave frustrated feedback about the agent they spoke to, but the agent rarely receives that feedback—and the customer never gets a follow-up to close the loop.

Taking that next step just became a reality, now that VHT has acquired Survey Dynamix; the leader in call-back technology has just acquired Survey Dynamix. Survey Dynamix shortens that feedback loop to mere seconds.

“Exceptional customer relationships are at the heart of every successful business. And companies that proactively nurture customer satisfaction by seeking to understand their customers’ opinions will boost customer loyalty, strengthen retention, and derive more customer lifetime value,” said Matt DiMaria, CEO of VHT. “Survey Dynamix complements our popular customer callback capabilities by enabling brands to collect real-time, actionable insights from their customers across every channel—voice, text, chat, and email.”

Media strategy

With a press release developed and coverage objectives, ZingPR developed a media strategy that secured coverage in several strategic publications. Then, building on that success, ZingPR placed several thought-leadership articles to introduce contact-center and customer-experience decision makers to the concept of ‘in-the-moment’ follow up.